FAQ

Are your gemstones natural?

Our product descriptions identify the materials used in each piece. Natural gemstones may show individual variations in colour, inclusions and texture; these details make every piece unique.

Will my piece look exactly like the photographs?

We photograph products as accurately as possible, but natural stones and different screen settings can cause subtle differences in colour and pattern.

How long will my order take?

Orders normally require 1–3 business days to prepare. Standard delivery is estimated at 6–9 business days after dispatch, while expedited delivery is estimated at 4–6 business days. Customs or carrier delays may affect these estimates.

Where do you ship?

We ship from Hong Kong to selected international destinations. Enter your address at checkout to confirm current availability and shipping options.

How can I track my order?

We email tracking details after dispatch. Please allow 1–2 business days for the first carrier scan to appear.

Can I change my address?

Email us within 2 hours of placing your order. We will help whenever possible, but an address cannot always be changed once processing or shipment has begun.

What is your return policy?

Eligible, unworn items in their original condition may be returned within 30 calendar days of delivery. Earrings, personalised pieces and Final Sale items are excluded unless damaged or incorrect. See our Shipping & Returns page for details.

What if my order arrives damaged or incorrect?

Contact us within 48 hours of delivery with your order number and clear photographs so we can review the issue and arrange an appropriate resolution.

How should I care for my jewelry?

Keep it dry, avoid chemicals and impact, wipe it gently after wear and store pieces separately. See our Jewelry Care guide.

How can I contact Infinitas Realm?

Use our contact form or email infinitasrealm@outlook.com. We normally reply within 1–2 business days.